STANDARDS MANUAL FOR WOMEN’S · PDF fileFamily Violence Prevention Program i Standards...

MANITOBA STANDARDS MANUAL

FOR WOMEN’S SHELTERS

January 2008

Developed by the Family Violence Prevention Program

and Manitoba’s Women’s Shelters

Family and Community Support Services Division

Department of Family Services and Housing

Standards Manual for Women’s Shelters

Family Violence Prevention Program

Manual Maintenance and Distribution

The Family Violence Prevention Program updates the Standards

Manual for Women’s Shelters to reflect changes in policy,

procedures or Departmental requirements.

Manual Updates

Section New Revised 01.08

Introduction 1 Women’s Shelter Program

Introduction 3 Definitions

1.0 Introduction to Part I

1.1.1 Service Provider Identifying Information

- Replaces Organizational Identifying Information

1.1.5 Shelter By-Laws

1.1.6 Annual Reports

1.2.4 Conflict of Interest

1.3.3 Operational Planning

1.3.5 Staff Recruitment and Screening

1.4 Financial Management

1.4.2 Financial Controls and Procedures



Manual Updates (continued)


1.4.3 Staffing Reports

- Replaces Preliminary Budget Submissions

1.4.4 Annual Operating Budget

-Replaces Final Budget Submissions

1.4.5 Interim Financial Reports

1.4.6 Board Approval of Budget and Interim Financial

Reports

1.4.7 Annual Audit

1.4.8 Other Required Financial Reports

- Replaces Supplementary Reports

1.5.2 Record Retention and Destruction

1.5.3 Client Records Contents

1.6.5 Shelter Facility Security

2.1.1 Human Rights

2.2.6 Parental Permission for Children’s Counseling

2.2.12 Critical Incidents

2.2.13 Outings and Fail to Return

- Previously Distributed

2.2.14 Interruption of Residential Services

- Previously Distributed

2.3.1 Admission Criteria

2.3.3 Intake and Assessment

2.4.4 Individual Counseling Services



Manual Updates (continued)


Appendix A: Employment and Income Assistance

Guidelines (Previously distributed)

Appendix B: Guidelines for Extension of Stay

Requests

Appendix C: Financial Reporting Requirements

- Replaces Agency Reporting Requirements

Appendix E: Revised Manitoba Guidelines on

Identifying and Reporting a Child in Need of

Protection (Previously distributed)

Map of Manitoba’s Designated Intake and Emergency

After-House Agencies (CFS)

Appendix G: Form for Reporting Security Concerns

and Minimum Security Standards and Framework

Appendix I: Critical Incident Report Form

- Added Critical Incident Reporting Procedures

Family Violence Prevention Program i


Table of Contents

Issued Revised

Introduction

Intro. 1 Women’s Shelter Program 12.92 01.08

Program Overview

Development of Standards

Service Purchase

Quality Assurance

Intro. 2 Use of the Manual 12.92 09.03

Manual Development

Manual Content and Structure

Intro. 3 Definitions 12.92 01.08

Part 1: Shelter Governance and Administration

1.0 Introduction to Part 1 12.92 01.08

1.1 Incorporation and By-Laws

1.1.1 Service Provider Identifying Information 05.97 01.08

1.1.2 Notification of Changes 05.97

1.1.3 Shelter Incorporation 12.92 03.99

1.1.4 Registration Renewals 12.92

1.1.5 Shelter-By-Laws 12.92 01.08

1.1.6 Annual Reports 05.97 01.08

1.2 Shelter Boards

1.2.1 Board Membership and Composition 12.92 01.08

1.2.2 Board Orientation and Training 12.92 03.99

1.2.3 Accountability and Delegation 12.92 03.99

1.2.4 Conflict of Interest 12.92 01.08

1.3 Organizational Development

1.3.1 Mission Statement 12.92

1.3.2 Goals and Objectives 12.92 09.03

1.3.3 Operational Planning 12.92 01.08

Family Violence Prevention Program ii

Issued Revised


1.3.4 Organizational Structure 12.92 03.99

1.3.5 Staff Recruitment and Screening 12.92 01.08

1.3.6 Human Resource Management 12.92 03.99

1.3.7 Labour-Management Agreements 12.92 03.99

1.3.8 Position Descriptions 12.92

1.3.9 Fair Employment Practices 12.92

1.4 Financial Management

1.4.1 Service Purchase Agreement 12.92 03.99

1.4.2 Financial Controls and Procedures 12.92 01.08

1.4.3 Staffing Reports 01.08

1.4.4 Annual Operating Budget 12.92 01.08

1.4.5 Interim Financial Reports 12.92 01.08

1.4.6 Board Approval of Budget and Interim

Financial Reports 05.97 01.08

1.4.7 Annual Audit 12.92 01.08

1.4.8 Other Required Financial Reports 01.08

1.4.9 Statistical Reports – Units of Service 12.92 03.99

1.4.10 Fee Waiver Invoices 12.92

1.5 Administrative and Client Records Management

1.5.1 Record Storage and Access 12.92 09.03

1.5.2 Record Retention and Destruction 12.92

1.5.3 Client Record Contents 12.92 09.07

1.5.4 Client Record Maintenance 12.92

1.5.5 Confidentiality of Client Records 12.92 03.99

1.5.6 Client Access to Records 12.92

1.6 Physical Facilities

1.6.1 Adherence to Legislation/Regulations 12.92

1.6.2 Local Codes and By-Laws 05.97

1.6.3 Annual Fire Inspection 05.97 09.03

1.6.4 Annual Housing Inspection 09.03

1.6.5 Shelter Facility Security 09.03 01.08

Family Violence Prevention Program iii

Issued Revised


Part 2: Shelter Services

2.0 Introduction to Part 2 12.92

2.1 Protection of Rights

2.1.1 Human Rights 12.92 01.08

2.1.2 Right to Service 12.92 09.03

2.1.3 Right to Privacy 12.92 03.99

2.1.4 Consent to Release Information 09.03

2.1.5 Right to Appeal Client Complaints 12.92 03.99

2.1.6 Right to Services with Cultural Sensitivity 08.02

2.1.7 Information/Crisis Line Privacy Protection 12.93

2.2 Client Safety and Health

2.2.1 Confidentiality & Safety of Admitted 12.92 09.03

Clients

2.2.2 Special Precautions 12.92 08.02

2.2.3 Supervision and Safety of Children 12.92 03.99

2.2.4 Preferred Child Care Practices 12.92

2.2.5 Parental Permission for Children’s Outings 12.92 03.99

2.2.6 Parental Permission for Children’s 01.08

Counselling

2.2.7 CFS and Women’s Shelter Protocol 05.97

2.2.8 Children in Need of Protection 12.92 09.03

2.2.9 Medication Storage and Access 12.92

2.2.10 Communicable Disease Policy 12.92 09.03

2.2.11 Fire Safety Plan and Procedures 05.97

2.2.12 Critical Incidents 09.03

2.2.13 Outings and Failure to Return 08.04

2.2.14 Interruption of Residential Services 02.06

2.3 Admission Criteria and Process

2.3.1 Admission Criteria 12.92 01.08

2.3.2 Non-Admitted Clients 12.92 09.03

2.3.3 Intake and Assessment 12.92 01.08

2.3.4 Intake and Assessment for Children 05.97

2.3.5 Management of Client Assets 12.92

2.4 Shelter Services and Resources

Family Violence Prevention Program iv

Issued Revised


2.4.1 Residential Care 12.92

2.4.2 Client-Centred Planning 05.97

2.4.3 Crisis Intervention Counselling 12.92

2.4.4 Individual Counselling Services 12.92 01.08

2.4.5 Support Groups 12.92

2.4.6 Children’s Counselling 12.92

2.4.7 Follow-Up Services 12.92

2.4.8 Withdrawal of Services 05.97

2.4.9 Information/Crisis Telephone Lines 12.92

2.5 Service Monitoring and Evaluation

2.5.1 Client Evaluation of Service 12.92 09.03

2.5.2 Monitoring of Client Files 09.03

2.5.3 Service Monitoring & Evaluation Measures 12.92 01.08

Manual Appendix

Appendix A: Employment and Income Assistance 12.92 06.07

(Income Security) Guidelines

Employment and Income Assistance Information

Sheet 09.06 06.07

Appendix B: Guidelines for Extension of Stay Requests 12.92

Appendix C: Financial Reporting Requirements 01.06

Appendix D: Manitoba Conflict of Interest Policy and Guidelines 12.92

Appendix E: Manitoba Guidelines on Identifying and 12.92 04.05

Reporting a Child in Need of Protection

(includes instructions for accessing the Child

Abuse Registry and a sample letter for

agency use)

Map of Designated Intake and Emergency After- 01.08

Hours Agencies (CFS)

Appendix F: List of Legislation, Regulations, Codes and 08.02

By-Laws for Physical Facilities

Family Violence Prevention Program v

Issued Revised


Appendix G: Minimum Shelter Security Standards and 01.08

Form for Reporting Concerns

Appendix H: Communicable Disease Control 09.03

Appendix I: Critical Incident Report Form 09.03

Critical Incident Reporting Procedures

Appendix J: Provincial Procedures on Criminal Record Checks 09.03

INTRODUCTION

2008

Family Violence Prevention Program Family and Community Support Services Division


Standards Manual for Women’s Shelters Introduction Number: Intro.1

Women’s Shelter Program Date: 01.08 Page: 1 of 6


Women’s Shelter Program

This section provides an overview of the Women’s Shelter

Program. It contains information about the program, the

development of standards, funding agreements and quality

assurance activities.

Program Overview

The Women’s Shelter Program in Manitoba began in the late

1970's and continues to take a leadership role in Canada in

the field of woman abuse services.

Background Information

In 1984, the Government of Manitoba assigned responsibility

for the funding and co-ordination of woman abuse services to

the Department of Community (Family) Services.

The Family Violence Prevention Program (FVPP) was

created in 1985. The current mandate of the Program is to

promote the elimination of intimate partner violence through

the development and support of a continuum of community-

based services. The FVPP provides policy and program

direction to services for women, their children and men

impacted by intimate partner abuse, and is responsible for

monitoring and reviewing the quality of these services and

ensuring accountability in the use of public funds allocated to

agencies delivering programs in this field.

Program Purpose

The purpose of the Women’s Shelter Program is to offer

protection and a full range of support services for abused

women and their children, and to provide abused women with

opportunities to learn of available resources and alternatives

to facilitate informed personal choices and decisions.




Program Description

Women’s shelters provide emergency accommodation for abused

women and their children on a 24 hour basis, seven days a week.

Access to shelter is universal regardless of the financial resources

available to the individual. Support services include:

crisis intervention

emotional support

individual and group counselling

information and referral

essential transportation

food and shelter

child care

follow-up

Many shelters also act as developmental resources in such areas as:

recruitment and training of volunteers

providing community education

facilitating awareness workshops for personnel from other

disciplines

participating in or conducting research

Departmental Funding

The Department of Family Services and Housing funds basic needs

and emergency services according to guidelines issued by

Employment and Income Assistance (see Manual Appendix A).

These needs and services can include:

food and accommodation

personal incidentals

medication

emergency transportation to and from shelters

special needs




The Department also allocates funds through the FVPP for the

following services:

administration

crisis intervention

children’s support

follow-up

crisis telephone lines

The Department also flows a grant to shelters for facility

maintenance and janitorial services.

Fee Waiver

Fee waiver is a grant provided by the Family Violence Prevention

Program to shelters to offset the costs associated with admitted

clients who do not qualify for Employment and Income Assistance

benefits. Allowable expenses for fee waiver are consistent with

allowable expenses outlined in Employment and Income

Assistance guidelines (Appendix A). Agencies recover these costs

by submitting the prescribed invoice and other documentation to

the FVPP on a monthly basis. The Family Violence Prevention

Program reimburses fee waiver costs on a quarterly basis.

For clients needing an extension of stay, the Extension guidelines

and form to be used for requests to Employment and Income

Assistance apply equally to requests for extension under fee

waiver. The Extension guidelines are included for information

purposes as Appendix B.

Development of Standards

The development of standards was prompted by the belief, shared

by the Department and the shelter community, that standards are




necessary to ensure the qualitative evolution of services for abused

women.

The Family Violence Prevention Program began the process of

developing standards in consultation and partnership with the

Manitoba Association of Women’s Shelters Inc. This process is

consistent with a department-wide initiative to develop standards

for all service areas.

Service Purchase Agreements

The Department of Family Services and Housing requires Service

Purchase Agreements (formerly known as Service and Funding

Agreements) with community-based non-profit agencies receiving

public monies.

The general purpose of these agreements is to clarify and formalize

the relationship between external agencies and the Manitoba

Government through defining the rights, responsibilities and

expectations of each party.

Quality Assurance

The Family Violence Prevention Program uses the following

accountability measures to ensure adherence with established

expectations and standards:

agency adherence reviews

program consultations

monitoring of adherence to Service Purchase Agreements

program evaluation as required under section 2.5 of this

manual




Agency Adherence Reviews

The Family Violence Prevention Program will conduct an agency

adherence review every second year, unless there is a significant

change in leadership or there are changes to the standards manual

which require updating of agency policy and procedures. Four

weeks (20 working days) written notice will be given to the shelter

board of directors. Note that the FVPP will request a complete

copy of the agency’s policies and procedures prior to the review to

facilitate the process.

The review may include but is not limited to one or more of the

following:

examining agency policies and procedures, financial

statements, and other documents required by the standards;

engaging in discussions with service personnel to determine

their knowledge of the standards and agency policies;

touring the service provider’s premises; or

where applicable, examining permits and other documents

issued to service providers pursuant to any federal,

provincial or municipal regulations or by-laws.

Effects of Non-Adherence

Where there is evidence of non-adherence to the standards, the

FVPP may undertake one or more of the following steps:

negotiate terms and conditions with service providers to re-

establish adherence to standards;

request in writing that the service provider initiate

negotiated remedial measures within a specified period of

time;

initiate a service review and/or funding audit and

evaluation;




negotiate revised reporting requirements as part of an

existing Service Purchase Agreement;

suspend or terminate an existing Service Purchase

Agreement and enter into a time-limited agreement

determined by the FVPP; or

suspend or terminate an existing Service Purchase

Agreement and decline to enter into a new one.

Program Consultations

The Family Violence Prevention Program will conduct a

consultation with the program every second year, unless there is a

significant change in leadership, requiring that a consultation be

conducted more frequently. Four weeks (20 working days) written

notice will be given to the service provider. During this

consultation, the FVPP may interview members of the board, the

director, counsellors and/or other staff persons. The areas of

discussion include but are not limited to the following:

agency boards;

community relationships;

operational planning;

client evaluations;

staffing issues;

counselling services;

collaboration with collateral agencies; and

statistics.


Use of Manual Date: 01.08 Page: 1 of 5


Use of the Manual

This section provides information about the development of this

manual, its content and structure, and distribution and

maintenance procedures. Comments on the development of the

manual include a statement of its purpose and objectives.

Manual Development

This manual outlines minimum requirements for all Women’s

Shelters in receipt of public funds in the form of core grants

allocated by the Department of Family Services and Housing. It

contains standards both the shelters and the Department believe

are appropriate for governance, administration, facilities and

services.

The development and updating of these standards has involved

women in the shelter community who have invaluable knowledge

and experience in delivering services to abused women and their

children.

The standards apply to two areas. Part 1 deals with shelter

governance and administration, and includes standards for

physical facilities. Part 2 deals with shelter services.

Purpose and Objectives

The public continues to demand a high quality and accountability

in the delivery of social services. The purpose of standards for

shelters is to ensure the delivery of quality services to consumers

while recognizing and respecting the autonomy of these agencies




The development of this manual addresses the demand for quality

services through the following objectives:

Program direction to assist agencies and others in the

management and operation of shelter services.

A comprehensive set of standards in one manual to use in

staff orientation and training.

A manual readily accessible to staff in shelters, the

Department and other organizations.

A statement of minimum expectations for program planning

and evaluation by shelters and the Department and for

communication with the public.

A statement of provincial requirements to be used in quality

assurance activities by shelters and the Department.

Clarification of authority, responsibility and accountability

within and between shelters and the Department.

Manual Content and Structure

The manual is divided into four parts:

Introduction

Shelter Governance and Administration

Shelter Services

Manual Appendix

Manual Content

Introduction – provides background and contextual information on

the women’s shelter program, information about the manual, and a

glossary of terms.




Shelter Governance and Administration – contains standards

for shelter governance and administration and physical facilities.

Shelter Services – contains standards for shelter services.

Manual Appendix – contains the Employment and Income

Assistance Guidelines (Income Security); the Request for

Extension of Stay guidelines; the Financial Reporting

Requirements; the Manitoba Conflict of Interest Policy and

Guidelines; the Manitoba Guidelines on Identifying and

Reporting a Child in Need of Protection; a List of Legislation,

Regulations, Codes and By-Laws for Physical Facilities; the

Minimum Shelter Facility Security Standards, Security

Framework, and Communication Form; information on

Communicable Disease Control; a sample Critical Incident

Report form; and the provincial procedures on criminal record

checks.

Standards, Policies and Guidelines

The standards set out minimum requirements for the operation

of women’s shelters and for women’s programs and services.

The manual does not include detailed procedures. These are left

to the discretion of individual shelter organizations throughout

the province.

Applicable provincial policies and guidelines are stated or

referred to in the text or in specific standards. The manual

appendices include these policy statements and guidelines in

their entirety.

Structure and Numbering

The manual has been modularized and each subject has its own

electronic file. Pages within modules are set up for two-sided

copying. The structure of the manual is designed to facilitate

user access to information and the updating of the manual.




The Introduction has three distinct modules entitled Intro.1,

Intro.2, and Intro.3. In content, these three introductory sections

compare closely with the original version of the manual. Intro.1

is primarily an overview of the provincial program; Intro.2

describes manual content and use; and, Intro.3 contains terms

used throughout the manual. There is no numbering system in

the Introductory modules.

Part I deals with Shelter Governance and Administration. Each

module title in Part I is identified by adding a decimal and

number. Under each module title, standards are then numbered

sequentially.

For example, Part I, Title 1 is 1.1 Incorporation and By-Laws.

The standard for Service Provider Identifying Information

under Incorporation and By-Laws is 1.1.1.

Part 2 deals with Shelter Services. Module titles in this section

begin with the number 2.

For example, Part 2, Title 1 is 2.1 Protection of Rights. The

standard for Human Rights under Protection of Rights is 2.1.1.

All pages in the manual have headers to indicate:

the title of the part;

the module title;

the module number;

the date of the issue; and

the specific page number within the module.

You are encouraged to refer to the Table of Contents to find the

module number containing the information you need, and to add

tab insert pages for easy access to major parts of the manual.

The Manual Appendix contains the generally applicable

provincial guidelines.




Distribution and Maintenance

This manual is a public document. It is distributed to all shelters

and may also be distributed to other organizations funded by the

Family Violence Prevention Program and involved in making

referrals to shelters or providing follow-up support services to

women who have been shelter clients.

The chairperson or president of the board and the director of the

shelter are the designated contact persons to distribute and

maintain the manuals for their organization. Additions or

updates to the manual are sent to these contact persons.

Additions are sent out under a covering letter which notes the

module title or specific pages to be added or replaced. Manual

holders may keep a record of all changes by inserting the

covering letters at the front of the manual. It is recommended

that covering letters be kept in chronological order as a record

of additions or changes to the manual.

New or revised pages are also dated the month they are

approved, alerting users to any additions or changes.

Only the most recent pages are retained in the manual.

Replaced pages are to be removed to avoid confusion.

Manual holders are encouraged to identify concerns and make

suggestions for improving or revising the manual by writing or

contacting:

Director


Family and Community Support Services Division

Manitoba Family Services and Housing

4126 – 300 Carlton Street

Winnipeg, Manitoba

R3B 2K6

Telephone: (204) 945-1709

Standards Manual for Women’s

Shelters Introduction Number: Intro.2



Definitions

This section defines key terms used throughout the manual.

Terms

Abused woman: any woman who identifies herself as having been

physically, psychologically, emotionally or sexually

abused by an intimate partner.

Accompaniment and Practical Support: involves accompanying and providing practical support

for women who are attempting or planning to access other

resources.

Agency: refers to a shelter receiving core funds from the

Department, and, in this document, is used

interchangeably with the term service provider.

Board:

the community volunteers duly elected as the governing

body of the agency and, in this document, is used

interchangeably with the term organization.

Child Witness: a child who lives with a woman who has been abused by

an intimate partner.

Department: the Department of Family Services and Housing.

Standards Manual for Women’s

Shelters Introduction Number: Intro.2



FVPP: F the Family Violence Prevention Program.

Intimate Partner Abuse: is actual or threatened physical or sexual violence, and/or

psychological and emotional abuse directed toward a spouse,

ex-spouse, current or former common-law, or current or

former dating partner. Intimate partners may be of the

opposite or same sex. Some of the common terms used to

describe intimate partner abuse are domestic abuse, spouse

abuse, domestic violence and battering.

Policy:

a general plan of action adopted by the Department or an

agency in relation to operations or service goals; a formalized

statement describing the guiding principle or philosophy

adopted by a service provider in relation to a specific

Standard.

Principle: a comprehensive and fundamental law, doctrine, value or

assumption; a rule or code of conduct or service.

Procedure: a mode of performing a task or way of carrying out an

activity; in the context of “policy and procedures”, the

method and manner by which the policy will be implemented;

preferred or required practices.

Standard: a minimum level of performance expressed in precise

measurable terms; a mandatory requirement used as a

basis for review or audit; a concise statement of

expectations requiring adherence to clearly defined

practices or procedures, and resulting in measurable

outputs or outcomes.




Trans (or transgendered or transidentified): includes transsexuals and other variations and combinations of

gender identity and expression. Trans is an umbrella term that

embraces people who cross socially constructed gender

boundaries with a gender identity, presentation or behaviour not

typically associated with their perceived, actual or biological sex.

People who describe themselves as trans may not feel, look,

dress or behave in a way expected of women (or men) in their

culture. Please note: It may be sexual harassment to ask questions

about intimate physical details (e.g., Have you had surgery?).

(Definition adapted from: Trans Inclusion Policy for Women’s

Organizations, Darke and Cope for the Women/Trans Dialogue

Planning Committee and the Trans Alliance Society, Winter

2002).

PART 1: Shelter Governance and Administration

2008



Standards Manual for Women’s Shelters Shelter Governance and Administration Number: 1.1

Incorporation and By-Laws Date: 01.08 Page: 1 of 1


Shelter Governance and

Administration

Introduction

Part 1 of the manual articulates standards related to

governance and administration. Many provisions in this

section of the manual are reflective of the reporting

requirements for all agencies receiving public monies

through the Department of Family Services and Housing.

Established in 2006, the Financial Reporting Requirements

(FRR) replace the Agency Reporting Requirements and

summarize the information agencies are requested to

provide and the time lines for reporting.

The Financial Reporting Requirements are included as

Appendix C to the manual.




Incorporation and By-Laws

This section contains standards related to shelter

incorporation and by-laws. Manitoba policies require that

shelter organizations receiving funding from the province

have legal status as non-profit entities under The

Corporations Act.

The Financial Reporting Requirements (Appendix C) of

the Department of Family Services and Housing are

referenced as applicable.

Standards

1.1.1 Service Provider Identifying Information

Shelters maintain service provider identifying information

as outlined in the Financial Reporting Requirements

(Appendix C).

On April 30th

this information is submitted in writing to

the Family Violence Prevention Program. The information

includes identifying information (e.g., address, telephone

number), corporate status, collective bargaining

agreements, board and staff related information, a listing

of programs, an annual operational plan as well as any

changes to the constitution and by-laws. Supplementary

information may also be requested by the Department.

1.1.2 Notification of Changes

The board notifies the Family Violence Prevention

Program in writing within 14 working days of any

changes in organizational structure, board membership or

senior staff positions.




1.1.3 Shelter Incorporation

Shelters are incorporated as non-profit organizations under

The Corporations Act. Each shelter provides the Family

Violence Prevention Program with a copy of the original

“Articles of Incorporation” and the corporation by-laws.

1.1.4 Registration Renewals

Shelters renew their registrations annually and within the

prescribed time with the Corporations Program, Department

of Consumer and Corporate Affairs.

1.1.5 Shelter By-Laws

Shelter by-laws comply with The Corporations Act and

regulations and are consistent with provincial legislation and

policies relevant to shelter operations and services.

Copies of consolidated by-laws are forwarded to the Family

Violence Prevention Program upon request and amendments

must be submitted as part of each year’s Service Provider

Identifying Information. Any changes should indicate the

date of approval by the membership.

1.1.6 Annual Reports

The board submits a copy of the Annual Report within six

months of year end. If no formal report is prepared, the

minutes of the annual general meeting should be submitted

along with the following information: (i) comments relating

to the year’s activities, (ii) a report on the achievement of

program and service results, (iii) use of volunteers (see

Appendix C for detailed information requirements).


Shelter Boards Date: 01.08 Page: 1 of 2


Family

Shelter Boards

This section contains standards related to the organization and

function of boards of directors, and to conflict of interest.

The board of directors is independently incorporated as the legal

entity with authority to govern the agency. The board is ultimately

responsible for the operations and management of the shelter. The

by-laws provide a framework within which the board meets its

management obligations to develop internal policies in matters

such as finances and budgeting, fund raising, personnel

management, program development and public relations. The

board involves the shelter director and staff in the planning and

development of services and programs for abused women and their

children.

The manual entitled The Roles, Responsibilities and Functions of

a Board, developed by the Department of Family Services and

Housing, is an excellent resource and reference guide.

Standards

1.2.1 Board Membership and Composition

The by-laws of the organization define the requirements for the

election of board members, board size and composition,

committees of the board, and the roles and responsibilities of

members and officers in governing the agency. The

organization will have an open call for board members,

minimally once per year.

1.2.2 Board Orientation and Training

The organization has written policies and procedures to orient

and train board members. Orientation and training are carried

out at least annually and usually during the month following

the summer recess.


Shelter Boards Date: 01.08 Page: 2 of 2

Department of Family Services and Housing Family

1.2.3 Accountability and Delegation

The board is accountable for the overall management of the

agency and develops written service and personnel policies.

The board delegates authority for specific matters related to the

daily operation of the program and the implementation of

policies to the director, consistent with the director’s position

description.

The shelter director attends board meetings in an advisory

capacity and as a non-voting member.

1.2.4 Conflict of Interest

The board and staff adhere to the Department of Family

Services and Housing’s Conflict of Interest Policy and

Guidelines (Appendix D).

It is the responsibility of the board to ensure that the conflict of

interest policy is communicated to all board members and to

employees of the agency, and to establish procedures for

ensuring compliance with the policies and guidelines.

Members of the board, senior and direct service staff sign a

declaration where a potential or actual conflict of interest exists

annually or immediately where a conflict of interest arises or

changes.


Organizational Development Date: 01.08 Page: 1 of 4


Organizational Development

This section contains information and standards related to the

mission statement of the organization and the need for operational

planning within the context of service goals and objectives. The

rationale and recommendations for operational planning are

highlighted. Goals are defined as the intended outcomes of agency

services, and objectives are the specific means through which

goals are to be achieved. The Financial Reporting Requirements

(FRR) are referenced as applicable.

This section also includes standards related to personnel policies

and labour-management agreements. The provisions of an active

labour-management agreement in a shelter organization would

supersede the minimum requirements set out in these standards.

The Operational Plan

Operational planning is an important management practice that

results in a documented plan for the agency’s operations. Planning

occurs through a collaborative effort, led by the board of directors

and actively involving the agency director and staff.

Operational planning enables the board and staff of the agency to

convert strategy and resourcing decisions into a short-term, results

oriented plan for the year. It transforms the more abstract mission

and vision for the agency into concrete steps that can be dealt with

daily.

In order to meet the reporting requirements of the Department,

reference to the schedules of the Service Purchase Agreement is

essential to the process. Each schedule or cost centre describes

the required service activities and expected outcomes of those

activities. From this framework, the agency can plan its service

activities, define any resource needs and/or adjustments and then

attach a cost.




An operational plan usually includes:

the identification of key internal and external issues, needs,

opportunities, or problems facing the agency;

a ranked list of program and operational objectives for the fiscal

period;

a description of desired outcomes for each objective, their

measurement criteria, and performance indicators to form the

basis for consistent reporting systems;

a list of all activities and tasks necessary to achieve operational

objectives and produce the desired outcomes;

the identification of the resources assigned to the activities and

tasks, and the individuals who are responsible and accountable

for the successful completion of the activities and tasks;

a costing of associated staff and other resources needed to

accomplish each activity or task (a detailed budget); and

the time frames or completion dates for developmental tasks or

projects.

Standards

1.3.1 Mission Statement

The organization has a written mission statement that

identifies the client group to be served and articulates the

overall purpose of the agency.

The mission statement includes reference to women from

violent relationships and the need to empower these women

to make informed decisions.




1.3.2 Goals and Objectives

The organization has written statements of service goals and

objectives. These goals and objectives are stated in measurable

terms and identify the programs and services to be provided, and are

consistent with the organization’s Service Purchase Agreement with

the Department of Family Services and Housing.

1.3.3 Operational Planning

The board, in collaboration with agency staff, formally conducts an

annual planning process for the coming fiscal year, and develops

written strategies based on identified program and financial needs

and priorities.

The operational plan is submitted with the service provider

identifying information (Appendix C).

1.3.4 Organizational Structure

The board maintains a current organizational chart showing the

structure of the organization and setting out the relationships

between the board, committees of the board, the director, shelter

staff and volunteers.

1.3.5 Staff Recruitment and Hiring

The organization has written policies defining the recruitment and

screening procedures for all potential employees and volunteers.

Screening includes a criminal record check and a child abuse

registry check. In addition, the organization has a policy defining

the number of years after which every employee’s criminal record

and child abuse registry check should be updated.

The provincial procedures on criminal record checks are contained

in Appendix J. Instructions for how to access the child abuse

registry and a sample letter are included in Appendix E.




1.3.6 Human Resource Management

The organization has written personnel policies that outline

expectations of personnel, including a code of conduct, working

conditions, staff training, labour-management relations where

applicable, benefits and entitlements, grievance procedures, and

disciplinary procedures.

These policies are readily accessible to all employees and are part of

the orientation of new employees at the point of hiring.

1.3.7 Labour-Management Agreements

In organizations where a formal labour contract or collective

agreement is in place, a copy is provided to the Family Violence

Prevention Program upon request.

1.3.8 Position Descriptions

The organization develops and keeps current written position

descriptions defining the duties and responsibilities of each

employee.

1.3.9 Fair Employment Practices

The organization complies with applicable federal and provincial

laws and regulations governing fair employment practices and

contractual relationships with staff.


Financial Management Date: 01.08 Page: 1 of 5


Financial Management

The standards in this section reflect budgetary and audit

requirements for shelters receiving core funding from the

Department. The Financial Reporting Requirements for all

external agencies are included as Appendix C.

Service Purchase Agreements

It is the policy of the Manitoba government to fund external

agencies on the basis of a negotiated Service Purchase

Agreement. A Service Purchase Agreement is a written contract

requiring each party to perform certain obligations or deliver

specific services. These Agreements clarify and formalize the

relationship between the agency and the government.

The Budget Process

The financial viability of the agency depends on the budgeting

process to establish direct correlation between service planning

and delivery, and committed financial resources. The control of

agency finances is maintained through collaborative efforts of the

board of directors and management staff, with the board having

ultimate responsibility.

The budget process is an opportunity to ensure that the services

that the board has agreed are essential are provided within the

funds available. The outcome of the budget process is

compatible with the terms outlined in the Service Purchase

Agreement signed by the agency and the Department of Family

Services and Housing.

The budget process is an opportunity to accomplish the

following:




compile a list of programs and activities;

determine the costs associated with each program and

activity;

determine the revenues that are or can be realistically

expected;

compare costs and revenues;

set priorities based on client and administrative needs and

costs, and the availability of funds; and

balance, monitor and adjust the budget, so that a financial

deficit is not incurred.

Budget Documents

Budget documents provide a written record of the budget

process and include the following components (see

Appendix C for details):

a balanced Annual Operating Budget presenting the budget

for the current year, the proposed budget, the variance

between these two budget years as well as an explanation of

significant variances;

● a budgeted staffing report reconciled to the budget;

● a board signature.

The board ensures that planning flows from the agency’s mission

statement and that budget documents reflect the overall goals and

purpose of the organization.

Surplus/Deficit Policy Guidelines

There will be no payment of deficits or recovery of surpluses.

Financial statements should not show an agency’s deficit as an

accounts receivable or a surplus as an accounts payable, unless

the Department of Family Services and Housing has formally

approved the deficit payment or surplus recovery.

When an agency has a surplus of granted funds, the agency may

request to utilize the surplus. Approval from the FVPP Director

must be sought whether the agency wishes to spend the surplus




inside or outside of the cost centre from which it generated. The

FVPP reserves the right to review, question, and/or deny the

request.

When requesting approval to spend surplus funds, agencies

should consider the following:

no surplus funds are to be used for capital expenses;

funds are to be spent in a manner that does not generate

an ongoing funding need;

the agency must explain how the expenditure of surplus

funds will benefit services to the agency’s clients; and

the request needs to detail the logistics of the

expenditure.

If an agency receives approval to spend surplus funds they must

provide the FVPP a brief write-up (detailing project outcomes,

participant levels, and actual expenditures and revenues as

applicable) when the project is completed. In addition, where of

benefit to another program, all material should be shared with

other FVPP funded agencies.

Standards

1.4.1 Service Purchase Agreement

The board of directors and the Department of Family

Services and Housing have a current and duly signed

Service Purchase Agreement.

1.4.2 Financial Controls and Procedures

The agency maintains financial statements and records in

accordance with the Department of Family Services and

Housing’s Financial Reporting Requirements.

The agency employs acceptable accounting practices, and

maintains financial statements and records in accordance




with relevant legislation (e.g., Revenue Canada).

1.4.3 Staffing Reports

The agency submits a staffing report with the annual

operating budget and with year-end audited financial

statements.

The staffing report should be consistent with the form

contained within the Financial Reporting Requirements,

completed for each cost centre, and reconcile to the annual

budget or audited financial statements as applicable.

1.4.4 Annual Operating Budget

The board submits a balanced final budget, in accordance

with the Department of Family Services and Housing’s

FRR, to the Family Violence Prevention Program by April

30. See above text on budget documents and Appendix C

for details.

1.4.5 Interim Financial Reports

The board ensures that revenues and expenditures are

summarized at the second and fourth quarter mark, unless

otherwise specified by the Department. As per the

Financial Reporting Requirements, these reports are

submitted to the Family Violence Prevention Program on

October 31 and May 15 respectively.

1.4.6 Board Approval of Budget and Quarterly Reports

The Annual Operating Budget and the Interim Financial

Reports are signed (and dated) by the Board Chair

indicating board approval.

1.4.7 Annual Audit

The annual audit is completed by a qualified professional approved




by the board and membership, and adheres to the noted general

and specific requirements specified in the FRR.

The audited financial statement is forwarded to the Family

Violence Prevention Program by June 30.

Copies of the management letter (which communicates matters

identified by the auditor during the financial statement audit), and

other related correspondence/comments/suggestions to the agency

are submitted with the audited statement.

1.4.8 Other Required Financial Reports

The agency submits a Department of Family Services and

Housing Surplus Report, noting the surplus/deficit for the current

year and the accumulated surplus/deficit amount, along with the

Audited Financial Statements (June 30).

The agency submits a Compensation Disclosure form within six

months of year-end as part of the Audited Financial Statements or

in a statement prepared for this purpose and certified by the

auditor. Note that if none of the service provider payments meet

the requirement of a Compensation Disclosure, a formal written

acknowledgement in the form of a “Nil” report is submitted to the

Family Violence Prevention Program.

1.4.9 Statistical Reports - Units of Service

Statistical reports are compiled on the prescribed form and

enumerate units of service in each program area funded by the

Family Violence Prevention Program.

The agency submits monthly statistical reports to the Family

Violence Prevention Program by the 25th day of the month

following the period being reported.

1.4.10 Fee Waiver Invoices

The agency completes and submits fee waiver invoices to the

Crisis Shelter Liaison Coordinator on a monthly basis. Fee

waiver billings for each client listed on the invoice are

accompanied by receipts for allowable expenses and a signed

copy of the “short needs form”.


Administrative and Client Records Management Date: 01.08 Page: 1 of 2


Administrative and Client Records

Management

This section contains standards concerning the management of

both administrative and client service records.

Standards

1.5.1 Record Storage and Access

The organization develops, implements and updates as

needed a policy and procedures intended to ensure that

records, including those of persons interviewed but not

admitted to the program, are protected from loss and

unauthorized removal or access. This standard applies to

both paper and electronic records.

1.5.2 Record Retention and Destruction

The organization has a written policy governing record

retention and written procedures for record destruction - for

both paper and electronic records - that safeguards against

any breach of client confidentiality.

This policy complies with applicable federal and provincial

laws and regulations governing the management of both

administrative and client records, including FIPPA

(Freedom of Information and the Protection of Privacy Act)

and PHIA (Personal Health Information Act).

1.5.3 Client Record Contents

The shelter maintains one record for each client (parent and

child) admitted for counselling services, children’s

counselling services, or follow-up services. The record

includes:the completed intake and assessment form


Administrative and Client Records Management Date: 01.08 Page: 2 of 2


the completed “short needs form”, where applicable

the service plan

case notes outlining the client’s expressed needs,

services provided by the shelter and by other

resources

documentation of requests for other agency

involvement, including written consent forms

documentation of outcomes of service

departure interview

Where a service record does not contain a completed departure

interview form, the designated shelter worker notes the

circumstances of the client at departure.

1.5.4 Client Record Maintenance

The organization has a policy that appropriate shelter staff keep

the record current for each client from the point of intake to

termination of services. All case notes are initialled and dated

by the author, and, in accordance with standard 2.1.3, are shared

with shelter personnel on a need to know basis only.

1.5.5 Confidentiality of Client Records

The organization has written policies and procedures stating

that client records, including paper and electronic records, are:

stored in a secure manner;

strictly confidential;

the property of the agency; and

only disclosed to other parties with the informed and

written consent of the client who is the subject of the

record or in accordance with the law.

1.5.6 Client Access to Records

The organization has written policies and procedures ensuring

that clients have clearly defined right of access to their record,

except where precluded by law (for example, in a child abuse

situation), and are informed of this right.


Physical Facilities Date: 01.08 Page: 1 of 2


Physical Facilities

The organization operates and maintains the physical facility

in accordance with minimum health and safety standards as

set out by other departments or levels of government. Upon a

request to the Family Violence Prevention Program, shelters

are given information on how to obtain copies of provincial or

federal statutes, regulations and codes that are mandatory

throughout the province.

Standards

1.6.1 Adherence to Legislation and Regulations

The organization ensures that its premises and equipment

conform to all applicable health, safety, building and fire codes,

by-laws, regulations and legislation (see Appendix F).

1.6.2 Local Codes and By-Laws

The shelter acquires copies of city or municipal codes or by-

laws that apply only to their locale.

1.6.3 Annual Fire Inspection

The organization requests and undergoes a fire safety

inspection annually. The organization is required to:

provide the FVPP with the date that the inspection is

scheduled to take place, and

forward the final report to the FVPP within three days

of its receipt.


Physical Facilities Date: 01.08 Page: 2 of 2


The organization will implement basic fire prevention

principles, such as keeping walkways free of obstacles, and

keeping miscellaneous items away from boilers and vents.

1.6.4 Annual Housing Inspection

The organization requests and undergoes a housing

facility/maintenance inspection with the Manitoba Housing

Authority annually.

1.6.5 Shelter Facility Security

The organization undergoes a shelter facility audit as per the

routine cycle established by FVPP and conducted by authorized

security consultants. The audit will review shelter facility

security utilizing established principles of practice and

standardized specifications as articulated by the FVPP.

The organization complies with the minimum shelter standards

developed in consultation with FVPP and produced for review

as part of the security audit process. These standards can be

found in Appendix G.

The organization is responsible for the regular monitoring of

shelter facility security mechanisms. Any non-urgent

requirements for security maintenance, repair or replacement

are communicated to the FVPP within 24 hours from when the

concern is first noted. The form for reporting non-urgent

security concerns can be found in Appendix G. Urgent shelter

facility security requirements are to be immediately

communicated to the local MHA (Manitoba Housing

Authority) office either by direct dial or utilizing the MHA

automated maintenance request system at 1-800-661-4663

(1-800-661-HOME).

NB: Any immediate threat of breach or actual breach of shelter

facility security should be reported to local police authorities as

per established shelter protocol. In a shelter security breach, the

integrity of the shelter facility is understood as secondary to

client safety.

PART 2: Shelter Services

2008



Standards Manual for Women’s Shelters Shelter Services Number: 2.0

Introduction to Part 2 Date: 01.08 Page: 1 of 2


Shelter Services

Introduction

Part 2 of the manual articulates standards related to shelter

services. Major sections in Part 2 include Protection of Rights,

Client Safety and Health, Admission Criteria and Process, Shelter

Services and Resources, and Service Monitoring and Evaluation.

Shelter organizations are encouraged to refer to their current

Service Purchase Agreement for additional information on service

activities and expected outcomes.

Service Principles

The Women’s Shelter program is founded on the following service

principles:

Women should not be forced to remain in a violent or

abusive environment due to the lack of safe alternatives.

Women have a right to be informed of alternatives and to

make self-determined choices within the context of their

own life situation.

Women have a right to receive services which are sensitive

to and respect their cultural and linguistic heritage,

religious beliefs and sexual orientation.

Services designed for child witnesses to family violence

are developmentally appropriate.

Children are entitled to receive shelter services and to

exercise choices regarding program participation.


Introduction to Part 2 Date: 01.08 Page: 2 of 2


Services are provided in a supportive, non-judgemental

environment.

Services are provided in a manner that respects client

confidentiality and the right to privacy.

Women and children are entitled to be informed of their

rights and to participate in decisions affecting those rights.


Protection of Rights Date: 01.08 Page: 1 of 3


Protection of Rights

This section contains standards related to the rights of consumers

of shelter services.

Standards

2.1.1 Human Rights

The agency has a written policy stating that shelter services are

extended to all women who are victims of abuse as defined in the

introduction to the manual regardless of age, race, faith, socio-

economic status, physical or mental capabilities or sexual

orientation. This policy also applies to transgendered women.

2.1.2 Right to Service

The agency has a written policy stating that shelter services are

accessible on a voluntary basis, and that there are no fees charged

to clients for services provided by the shelter.

2.1.3 Right to Privacy

The agency has a written policy statement defining the client’s

right to privacy. This policy should include but is not limited to the

following measures:

* depending on the expressed preference of the client, private

space or offices are available for interviewing or

counselling at intake and throughout the duration of the

woman’s stay;

* information concerning clients is shared among shelter

personnel on a need-to-know basis only (see also standard

1.5.5 on client confidentiality and standard 2.2.1 on client

safety); and

* clients are protected from invasion of their privacy except




where there is reasonable cause to believe that the safety of

the client, her individual family members, or third parties is

jeopardized due to such possible threats as the presence of

fire hazards, substance abuse, concealed weapons, or other

life threatening concerns.

2.1.4 Consent to Release Information

The agency has a written policy stating that information recorded or

known about a client will not be shared with outside agencies

without the written consent of the client except when required to do

so by legislation, Court order, or a medical crisis. Written consent

of the client should be time limited and indicate with whom the

information may be shared.

2.1.5 Right to Appeal - Client Complaints

The organization has written procedures that guarantee clients the

right to register a complaint regarding any aspect of services

received in shelter and the right to have the complaint heard in an

impartial forum.

Shelter staff provide the written Right to Appeal procedures to

clients within 48 hours following intake, and ensure that the client

understands the meaning of and process for appeal.

The Right to Appeal procedures clearly outline the steps to be

taken and include the right of appeal to the board of directors.

2.1.6 Right to Services with Cultural Sensitivity

The organization ensures that women and their children can

receive services that are sensitive to and respect their cultural and

linguistic heritage, religious beliefs and sexual orientation. The

organization will make efforts to reflect community diversity in its

staff and board complement.




2.1.7 Information/Crisis Line Privacy Protection

The agency has a policy in place to protect the anonymity of callers

to the crisis line. To this end, the shelter does not subscribe to Call

Display and does not request or otherwise access computer

printouts of numbers calling the toll-free telephone service.


Client Safety and Health Date: 01.08 Page: 1 of 5


Client Safety and Health

This section contains standards related to client safety and child

protection. For easy reference, the Manitoba Guidelines on

Identifying and Reporting a Child in Need of Protection are included

in the manual as Appendix E. As well, a map indicating the division

of the province by Designated Intake and Emergency After-Hours

Agencies is included in Appendix E.

Standards

2.2.1 Confidentiality and Safety of Admitted Clients

The shelter has a written policy intended to protect client

confidentiality and ensure client safety upon admission.

The policy includes the following components:

that as a general rule, shelter staff do not confirm admission or

disclose the whereabouts of a woman admitted to the shelter for

service to any person

addresses the exceptions to this general rule when required to

disclose due to legislation, judicial order or medical crisis.

clarifies that the purpose of the policy is to protect the client from

the abuser, and does not limit contact to other support services.

articulates the procedure for cooperating with police inquiries,

including verification of the police officer’s identity before further

discussion with the inquiring officer.

notes that in the case of a missing person inquiry, the shelter is

only obligated to say that they know the whereabouts of the

woman, and to remind police that even this information is strictly

confidential.

a process of signed “release of information” when consulting with

another service that the woman may be or had been involved

with.




2.2.2 Special Precautions

The shelter has written policies and special precautions to be used

when shelter staff or clients of the shelter have received threats or

there is concern for their safety. These procedures should include the

identification of responsibilities of staff, and a designated place of

safety in the event of a need for evacuation.

2.2.3 Supervision and Safety of Children

The shelter has written procedures intended to ensure the supervision

and safety of children when the mother or guardian of those children

is not on the premises.

The written procedures are given to women with children at the point

of intake and are explained during the orientation to the shelter

program.

2.2.4 Preferred Child Care Practices

The shelter has written policies and procedures outlining preferred

child care practices, including disciplinary methods.

2.2.5 Parental Permission for Children’s Outings

Shelter staff obtain a mother’s or guardian’s written permission when

her children are attending a shelter-sponsored outing without her

being present at the outing.

2.2.6 Parental Permission for Children’s Counseling Shelter staff obtain a mother’s or guardian’s written permission

before her children participate in any counseling activities.

2.2.7 C&FS and Women’s Shelter Protocol

The shelter has a written protocol, developed in co-operation with the




local Child and Family Service agency and consistent with the

Guidelines for the Development of Protocols Between Child and

Family Service Agencies and Women’s Shelters, describing the

expectations and obligations of each party to the protocol in matters

of child protection. If the agency relates to more than one child and

family service agency, additional protocols may need to be developed.

2.2.8 Children in Need of Protection

The shelter has a written policy and procedures, consistent with the

protocols, requiring staff to report suspected cases of children in need

of protection to a child and family service agency, notwithstanding

that the information on which the belief is founded is confidential.

Except in rare circumstances, which are left to the discretion of

management, it is the practice of the shelter to discuss with the

mother the exact nature of the concerns prior to contacting a Child

and Family Service agency (CFS). Where deemed appropriate and

provided there is no breach of the law, the mother is given the

opportunity to report the information to CFS on her own volition.

Shelter staff record the date and time of the identification or

disclosure of suspected abuse or neglect, and the date and time of the

report to CFS on the client’s service file. The shelter staff responsible

for the report affixes her signature to the recording on the client’s

service file.

2.2.9 Medication Storage and Access

The shelter has a written policy and procedures intended to ensure the

safe storage of and client access to prescribed and over-the-counter

medication.

2.2.10 Communicable Disease Policy

The shelter has a written policy outlining hygienic procedures to be

followed to prevent the spread of communicable diseases and

parasites in the facility. Communicable diseases are transmitted from




one person to another and include those contracted through the

exposure to blood and/or body fluids of an infected person

(e.g., HIV, Hepatitis B), and those contracted through

exposure to airborne droplets (e.g., Tuberculosis,

Meningococcal disease).

The use of universal precautions in all such cases is required,

though specific measures will vary depending on the disease.

Universal precautions (also known as routine practices) have

been developed by the World Health Organization and

interpreted and applied by Manitoba Health (see

Appendix H).

2.2.11 Fire Safety Plan and Procedures

A fire safety plan and evacuation procedures are developed by

the agency and posted throughout the facility in highly visible

locations.

The shelter’s fire safety plan and evacuation procedures are

provided to each client during her intake and orientation.

2.2.12 Critical Incidents

If there is a critical incident, the service provider will inform

the Family Violence Prevention Program and the Chair or

designated board member within 24 hours. If a life-threatening

incident should occur, the Chair and the FVPP should be

contacted within three hours.

Within seven working days of the incident, a written Critical

Incident Report (Appendix I), signed by a designated service

provider, must be submitted to the FVPP.

2.2.13 Outings and Failure to Return

The shelter has a written policy and procedures regarding

clients leaving the shelter for outings, appointments, etc.

without agency accompaniment.




The policy/procedures include the following components:

Personalized protection planning is done with each client at some

point after intake and prior to their first outing;

The procedures regarding outings and failure to return from

outings are discussed with each client at some point after intake

and prior to their first outing;

Staff ensure information is recorded regarding the client’s

destination(s), telephone number if available, and expected time of

return, which is signed by the client;

Prior to their first outing without agency accompaniment, each

client is reminded of the action the agency will take if the client

fails to return by the designated time;

Failures to return are noted in client files; and

Procedures address what to do if a client fails to return by the

designated time.

2.2.14 Interruption of Residential Services

The organization has a written policy and procedures in place for any

occasion warranting the temporary interruption or cessation of

emergency shelter services.

In the range of programs designed to intervene in and prevent the

incidence of intimate partner abuse, residential crisis shelters are

designed to offer security and support 24 hours a day, seven days a

week, and are therefore considered critical services. As such, with the

exception of unanticipated emergencies (i.e. flooding, fire threat, and

security threat), residential services will not be interrupted for any

reason without the following in place:

Approved plan of action, developed in consultation with FVPP

The plan will include treatment of client safety, alternate service

delivery arrangements, communication protocol with all related

collateral or community supports (i.e. police) and a process for

information dissemination

The roles and responsibilities of all involved parties will be

identified, articulated and agreed-upon prior to any action

impacting service delivery


Admission Criteria and Process Date: 02.09 Page: 1 of 3


Admission Criteria and Process

Standards

2.3.1 Admission Criteria

Shelter services are designed specifically for women who have

been abused by intimate partners and their children. Following

this, only women (and their children) seeking support for dealing

with intimate partner abuse should be admitted. In exceptional

circumstances, such as where no other emergency shelter

services exist, a woman (and her children) deemed to be at risk

due to other forms of family violence, may be admitted on a

temporary basis until a more suitable resource can be secured.

The shelter has a policy for the admission of clients for service

based on needs and the availability of space.

Exceptions may include:

women assessed by shelter staff as being at imminent risk

and needing alternative intervention services due to

indicators such as serious mental disturbance or chronic

chemical dependency; or

women under the influence of alcohol or drugs who, in the

opinion of shelter staff, present a risk to other women and

children in residence.

The shelter also has a policy that specifies what to do when the

shelter is full. Generally, the first plan of action should be to

refer and transfer the woman to another shelter to ensure that she

is accommodated in a safe and secure location; the second

option would be to place the woman in a hotel or motel.

In the case of a woman having an older male child, care should




be used during admission. An older male child could be seen as

threatening by other women in the shelter. A family in

immediate danger should not be referred elsewhere unless the

family room is unavailable.

2.3.2 Non-Admitted Clients

If a woman does not fit the criteria for admission or fits the

exceptions to admissions outlined above, under no

circumstances is she to be turned away.

Rather, the agency should err on the side of caution and ensure

that clients not accepted for admission are brought in for

assessment and then referred to other resources. When

necessary, clients should also be provided with assistance to

access those resources.

2.3.3 Intake and Assessment

Intake at shelters is available on a 24 hour basis, seven days a

week. week.

week.

The shelter has a written policy and procedure describing the

intake and assessment process. The process requires the use of a

structured intake form and the completion of the “short needs

form”. An intake should occur within 24 hours of a client being

admitted.

The information collected on the “short needs form” does not,

under any circumstances, affect eligibility for shelter services.

Shelter staff follow and complete the intake and assessment

process for every abused woman and her child/ren seeking

services from the shelter in the residential, non-residential, or

follow-up programs.

2.3.4 Intake and Assessment for Children

The agency has a policy and procedures which state that:




Where admitted children are receiving basic residential

services only, shelter staff collect needed information from

the accompanying adult. The information remains on the

adult’s file.

Shelter staff complete the intake and assessment process, as

is age and developmentally appropriate, for every child

admitted to the children’s counselling program.

2.3.5 Management of Client Assets

The shelter has a written policy defining its role and

responsibility in the management and safekeeping of client

assets and valuables. The policy is communicated to the client

at admission.

Where the shelter assumes responsibility for monies or other

valuables on behalf of clients, written procedures are in place

to ensure safe storage and the recording of transactions.


Shelter Services and Resources Date: 01.08 Page: 1 of 3


Shelter Services and Resources

This section begins with a list of key service components of the

shelter program, funded by the Department of Family Services and

Housing. Standards are related to requirements in specific service

areas.

Core Support Services

* information/crisis telephone lines

* intake and assessment

* crisis counselling

* individual and group counselling

* children’s support and counselling

* information, referral and advocacy

* protection planning

* departure planning

Follow-Up Services

* intake and assessment

* individual and group counselling

* on-going protection planning as needed

* information, referral and advocacy

Standards

2.4.1 Residential Care The shelter has written policies with regard to meeting clients’

basic needs through the provision of safe accommodation, meals,

emergency clothing, personal hygiene supplies, laundry facilities,

and, safe transportation to and from shelter for medical and legal

appointments.




2.4.2 Client-Centred Planning The agency has a policy that, in the individual counselling

component of the residential, non-residential and follow-up

programs, shelter staff and the woman develop a client-centred

plan.

This plan should clearly identify the woman’s expectations of

counselling services, her goals, ways to meet those goals during her

participation in the services, and ways to measure achievement of

goals.

2.4.3 Crisis Intervention Counselling The agency has a policy that designated shelter staff provide crisis

intervention counselling.

2.4.4 Individual Counselling Services

The agency has a policy that designated shelter staff provide

individual counselling for both residential clients and community

women requesting this service.

The policy should also state that women in the residential program

are provided with an opportunity to receive a minimum of one hour

of individual counselling in a 24- hour period.

2.4.5 Support Groups The agency has a policy that shelter staff facilitate on-going self-

help support groups for both residential clients and community

women requesting this service.

2.4.6 Children’s Counselling

The shelter has a designated children’s counsellor. The children’s

counsellor provides individual counselling and group programs




intended to assist children to cope with the effects of witnessing

violence in the home.

2.4.7 Follow-Up Services

The agency has a policy that the shelter provides follow-up

services.

The staff person delivering follow-up services provides individual

counselling and facilitates support groups for former clients of the

shelter.

2.4.8 Withdrawal of Services

The agency has a written policy that clearly states the

circumstances under which staff would not support a client’s

extension of stay in shelter, and the circumstances under which a

client may be asked to leave the shelter.

The policy and how it will be implemented is explained to each

woman on an as-needed basis. Consistent with standard 2.1.5, each

woman should be advised of her right to appeal.

2.4.9 Information/Crisis Telephone Lines

The shelter ensures that toll-free telephone lines are available and

accessible to women on a 24 hour basis.


Service Monitoring and Evaluation Date: 01.08 Page: 1 of 1


Service Monitoring and Evaluation

This section includes standards for client evaluation of service and

overall service monitoring and evaluation.

Standards 2.5.1 Client Evaluation of Service

The organization has a written policy and procedure to obtain a

written evaluation from each client at departure, and to review these

evaluations on a regular basis.

2.5.2 Monitoring of Client Files

The agency has a written policy and procedures in place to internally

audit client records at least annually to determine whether services

provided are compatible with the goals and objectives of the program

and the needs of clients.

2.5.3 Service Monitoring and Evaluation Measures

The organization has a written policy and procedures in place to

conduct an independent external evaluation, at least every five years,

of the quality and effectiveness of services provided.

The FVPP recommends that the evaluations measure the following

six key components:

client satisfaction / if services are meeting client needs /

impact of program on clients

staff experience

director experience

board experience

collateral agency/referrals experience

files reviews/ desk audit.

A copy of the evaluation report is submitted to the FVPP. The agency

has a policy to form a committee, with representation from the FVPP, to

oversee the implementation of the recommendations noted in the report.

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